The Adaptation Model of The Service Businesses To Support Moving into The New Normal

Abstract

This study aimed 1) to study the business environment and the adjustment of the service businesses to support moving into the New Normal; 2) to study the guidelines for the development of the adaptation model of the service businesses to support moving into the New Normal; 3) to study the acceptance of customers toward the adjustment of service businesses to support moving into the New Normal; and 4) to summarize the key policy measures for the adjustment of service businesses to support moving into the New Normal. The results showed that the COVID-19 pandemic situation dramatically impacted many areas such as: 1) The educational business such as teaching method and teaching quality was affected because more online classroom management methods were required. 2) The hotel business was affected because the business performance was rapidly declined, and enforcing the government’s preventive measures caused many operators to adjust their business operation to sustain their businesses. 3) The restaurant business was affected because cost management problems were inevitably faced. Especially, due to the government’s lockdown measures, customers were not allowed to consume food in the restaurant. Their businesses must be operated through more online channels. Therefore, the adaptation model of the service businesses was prepared to support moving into the New Normal by considering the current situation and studying consumer behavior, stakeholders, and operators/suppliers to utilize data for adaptation and creating continuous improvement. In the current situation, innovation and technology, logistics, business model, and marketing strategies focused on creating and presenting value proposition were prioritized to move into the Next Normal.